Director, Omni-Channel Solutions

Director, Omni-Channel Solutions – Humana

Location : Remote (preferred : Louisville, Dallas, Washington DC)

Base Pay Range

$172,200 - $236,900 per year

Role Overview

The Director of Omni-Channel Solutions will lead strategic initiatives to deliver seamless customer experiences across digital and contact center platforms, serving as the IT owner for all BPO locations. This role demands deep expertise in contact center technologies, cloud-based solutions, and AI-driven conversational platforms, combined with strong BPO management experience.

Key Responsibilities

Define and execute the omni-channel strategy across voice, digital, and self-service channels.

Lead architecture and deployment of contact center technologies, ensuring scalability, reliability, and security.

Oversee integration of Genesys Cloud and Google CCAI / CES for advanced conversational AI experiences.

Collaborate with cross-functional teams to align technology solutions with business objectives.

Manage vendor relationships, including BPO partners, ensuring compliance with enterprise standards.

Drive continuous improvement through analytics, automation, and emerging technologies.

Mentor and develop a high-performing team of solution architects and engineers.

Required Qualifications

10+ years in Contact Center Technologies, with 5+ years of Genesys Cloud experience.

Strong BPO management experience across multiple locations.

Proven expertise with Google CCAI / CES conversational AI solutions.

Minimum 10 years of management experience, including leadership of large teams and strategic programs.

Strong understanding of omni-channel customer engagement strategies.

Excellent communication and stakeholder management skills.

Ability to drive innovation and deliver measurable business outcomes.

Preferred Skills

Knowledge of cloud migration strategies and security best practices.

Familiarity with AI / ML applications in customer experience.

Experience in telecom or large-scale enterprise environments.

Proven success in managing large BPO operations.

Additional Information

Remote position; occasional travel to Humana offices for training or meetings may be required.

Work-At-Home Requirements :

Must have high-speed DSL or cable modem for a home office.

Minimum standard speed : 25 mpbs download x 10 mpbs upload.

Satellite and wireless internet service is not allowed.

A dedicated space free from interruptions to protect PHI / HIPAA information.

Scheduled Weekly Hours

40

Pay Range

$172,200 - $236,900 per year. Compensation may vary by location and experience.

Description of Benefits

Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, paid time off, disability, life insurance and many other opportunities to support whole-person well-being.

About Us

Humana Inc. is committed to putting health first for our teammates, customers, and the communities we serve through insurance and CenterWell healthcare services.

Equal Opportunity Employer

Humana is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. Humana also takes affirmative action in compliance with applicable laws.

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